Returns Info
Ellie's Craft House Returns Process
We hope you do not have a need to return an item, but things happen, so here’s what you need to know.
Our Returns Policy - Please Read
We hope that you, our customer don’t have the need to return goods to us, but we all know in reality, sometimes you may wish to return items. We will try and make our returns process as quick and easy as possible for all concerned. Please use our Contact Form to tell us about your returns or email us, lorraine@elliescrafthouse.co.uk
UK Consumer Rights allows you a cancellation period which starts from the day you order goods from us and ends 14 days from when you receive the goods. Once received, you, as a customer, then have 14 days from the date you notified us that you’d like to cancel your order to return the Goods to us. Returns will NOT be accepted accepted after this time. Refunds will only be issued once we receive the goods back. We will NOT pay return postage for unwanted goods, however, we will happily refund the original postage costs provided they are received by us in an unused saleable condition and in the original packaging. You do not have to give a reason for returning, but it would help us if you did, so please consider this when returning orders.
The onus lies on you, the customer to make sure we receive the items back in a saleable, undamaged condition and in the original unopened wrappers. With this in mind please pack appropriately as we will not refund items we receive that cannot be sold due to being received back in an opened/damaged condition. We advise you to use a tracked service at all times.
We will NOT accept any returns on goods made to order such as our Harris Tweed (when available) unless Faulty so please bear this in mind when you order these products from us.
This also applies to General Wax Melts that may have become damaged in transit as generally wax melts can still be used irrespective of whether the pieces / bars are broken or not. We will always endeavour to pack our products well to minimise any damage in transit, but of course, we have no control how they are handled in transit.
Artisan Wax Melts
Here at Ellie’s we recognise that a lot of our customers buy Artisan Wax Melts as Gifts so therefore we will replace these items if they should arrive damaged to the person who originally ordered. We wouldn’t wish to receive a broken/damaged gift ourselves and don’t expect our customers to do so either! Please contact us within 48hrs of receiving these items, providing photographic evidence of the damaged item/s. We will NOT replace the items or refund you unless you have informed us within this timescale and provided photographic evidence. We always reserve the right to ask you to return the item back to us, in which case we will refund Royal Mail 2nd Class Signed postage costs back to you – make sure you get proof of Posting. We will not pay for any other carrier’s postage costs, so please ensure you use this service. It is your responsibility to ensure they are packaged properly for their return journey to us. If we request the return of the item and you choose Not to return for whatever reason, then we reserve the right not refund your original cost of the item/s and postage.
Wax Warmers that are received damaged will happily be replaced subject to having the item in stock. Please contact Ellies Craft House within 48hrs to report your damaged item. Any Wax Melts or tea lights included with the damaged item are also subject to return. Please provide photographic evidence of the damaged item. We will NOT replace/refund items outside this reporting time. We reserve the right to request that you to return the item to us, which if we do, we will refund the cost of Signed 2nd Class Royal Mail return postage ONLY. If we request the return of the item and you choose Not to return the product back to us for whatever reason, then we reserve the right to refuse to refund your original cost of the item/s and postage. If we do not have your original item in stock we will contact you with a view to replacing your order with another warmer of similar value. You can of course opt for a refund including your original postage if you prefer this option.
Electric Warmers have a 6 month warranty against defects. This does NOT include bulbs, any form of accidental damage or incorrect usage of the item. Please contact us if your product develops a fault within this 6 months of receiving the product.
If the product is received damaged or not working contact us within 48hrs with photographic evidence of damaged goods. We may ask you to return the item for inspection. Once received we will refund the cost of both the product and postage once we have had time to inspect the product. If we request the return of the item and you choose Not to return the item for whatever reason, then we reserve the right to refuse to refund your original cost of the item/s and postage.
We strongly suggest you use a Tracked Postage Service when returning goods you have decided you do not want, as we cannot provide refunds for goods we do not receive if there is no reasonable proof that they were returned. We would expect you, as the sender to query with the carrier as to the whereabouts of the goods, as the contract to return the goods is between yourself and the company you used to return the items. They will not deal with us as the receiver.
In any event it is your responsibility as the poster to obtain Proof of Posting. We require Proof of Posting in all cases if you are returning items to us, it is free to obtain from all Post Offices when posting via Royal Mail, but other couriers may charge so see their policies about this.
If you buy any other goods not mentioned above from us and they are faulty on receipt please contact us ASAP and within 48hrs using the returns information detailed above so that we can resolve the matter quickly. In most cases we will ask you to return the goods to us (obtain proof of posting) and once received and inspected we will refund the postage and of course the cost of the goods. If we request the return of the product and you choose Not to return for whatever reason, then we reserve the right to refuse refund of your original cost of the product and postage. We will at all times follow the Consumer Rights Act prevalent at the time of the sale. Any Tea Lights /Wax melts that came with the order must also be returned at the same time unless we say otherwise.
